ערכתי לאחרונה בתאריך 24.08.17 בשעה 11:08 בברכה, Oranus
בקצרה - אני מזמין הרבה מהאתר בערך פעם בשלושה-ארבעה שבועות.
הזמנתי חבילה ב24.6 ועוד אחת ב5.7 - את זאת של חודש יולי קיבלתי כשבועיים לאחר שהזמנתי ואת זו של חודש יוני לא קיבלתי עד יום זה. יצרתי עם iHerb קשר כבר כעבור חודש כשהבנתי שזה לא הגיוני וקיבלתי תשובה שהחבילה מתעכבת והיא אמורה להגיע אליי תוך 3 ימים.
לאחר שבוע יצרתי שוב קשר עם האתר ונאמר לי שעליי להמתין 60 יום מרגע ההזמנה כדי לבקש החזר.
היום לאחר שעברו 60 יום ומשלא קיבלתי את החבילה יצרתי איתם קשר שוב, הדגשתי מתחילת השיחה שאיני מקבל שירות כזה ולא אזמין יותר מהאתר, כתשובה נאמר לי "כצעד חד פעמי של אדיבות נחזיר לך את הכסף ששילמת, אבל בפעם הבאה לא תקבל החזר עבור משלוחים שהם לא אקספרס".ברגעים כאלו אפשר להעריך את השירות של אמאזון ולגנות שירות כ"כ גרוע כמו של iHerb, שלא רק שלא מודים בטעות (לפחות הטעות שנאמרה לי שהחבילה מגיעה תוך 3 ימים) אלא מפילים את האחריות על הלקוח על שלא קיבל את החבילה, גם כשביקשתי לעבור למפקח כדי לעמוד על העיקרון שזו אשמתה של iHerb למרות שאני מקבל את כספי בחזרה זו התשובה שקיבלתי.
אז מי שבכל זאת מעוניין להזמין מהם, עדיף שתעשו זאת במשלוח אקספרס. מצורפת השיחה.
Lexter
10:34 am
Thank you for contacting iHerb. May I have your name please?
Valued Customer
Hi Lexter. my name is Nir.
Lexter
Hi, Nir! This is Lexter.
How may I assist you?
Valued Customer
Lexter, I'm really mad and anxious, I will never buy anything again with iHerb and still I need your help here.
I placed an orders back in 24 June and in 5 July. I received the 5 July pack 2 weeks later and never received the 24 June package
This is the third time I contact iHerb regarding this, but I've been told that I should wait 60 days. so today its 60 days and I want my money paid back.
at first I contacted a month ago, and I've been told it should arrive the next 3 days - however I never received it, and later when contacted again I've been told that if it's not arriving in 60 days since the order time then I should contact iHerb.
Lexter
We do apologize for the inconvenience this has caused you.
I will take the pleasure to help you with that.
What's the order number?
Valued Customer
Order Number:
401636307
Don't get me wrong, it's not your fault - but since this case with that customer service I received, I will never use iHerb again, nor my friends.
Lexter
Thank you for waiting.
After reviewing the shipment information, it seems as though your package should have been delivered by now as it has been in transit for longer than estimated. As a one-time courtesy, iHerb is happy to refund you in full for this order. The refund will be applied to the original form of payment within several business days, depending on your financial institution's internal policies and procedures. You will also be receiving a confirmation email with the refund information. However, please note that if future orders are not delivered, a refund will not be issued until the package is returned to us.
In addition, in the future order, I would advise you to use DHL Express or UPS international as your shipping method. These shipping methods are faster, reliable and offer trackable shipping.
Valued Customer
I'm sorry Lexter but i dont understand. you are saying that its my fault that I dont get the package?
What do you mean - the next time refund will not be issued? I haven't received my package, is this my fault ?
Lexter
I do apologize for the confusion this has brought you.
Please be advised that I have already processed the refund to your order.
In future, we could only process the refund when the order has been returned.
Valued Customer
Lexter I do understand for the refund, however I really dont understand what you are saying here is ridiculous.
Lexter
Also, as per checking, you have used DHL Express to your recent order which is faster than the Global Post.
Valued Customer
I want you to transfer me to a supervisor just before I'm posting this conversation to the shopping forums I'm involved with.
Lexter
I personally apologize for this.
Valued Customer
Thank you.
Lexter
Let me check if my supervisor is available.
One moment, please.
Valued Customer
I hope for your company that he is.
Lexter
I understand where you are coming from since I'm also a customer.
Valued Customer
No Lexter, if your answer is that this is a "courtesy" move from iHerb, you have no clue.
Lexter
I personally apologize for this.
One moment, please.
Valued Customer
I'm waiting.
Lexter
Thank you for your kind understanding on this matter.
Please stay connected as I will connect you with her.
You have been transferred to: Hazel.
Hazel
Hello Nir!
My name is Hazel.
I'll be glad to help you today.
Valued Customer
Hi Hazel, this is a tough morning here with iHerb. please review this chat with Lexter.
Hazel
Surely.
Please allow me a few seconds to review it.
Thank you.
Valued Customer
take your time.
Hazel
Thank you for waiting.
We sincerely apologize for the confusion.
Please be informed that we don't normally refund lost orders shipped through Global Post.
However, as a one-time courtesy,w e can refund one lost order.
Valued Customer
Hazel, it's iHerb's fault that the package is lost - not mine, and you should state that you dont offer refunds for your faults.
This attitude that it is a "courtesy" move from iHerb is wrong. a courtesy move would be to refund and re-sent the package for taking responsibility for your faults after I've been told a month ago that my package will arrive in 3 days since its delayed.
Hazel
Going forward, if you order in the future and use Global Post shipping service, refund will no longer be available if you will not receive the package.
Valued Customer
But its ok, I will post this conversation to any shopping forum I'm invovled with in order to warn other people from iHerb's attitude. Thank you for your courtesy move for the refund !
Hazel
We appreciate your feedback on this matter Nir.
Rest assured that it will be reviewed by the management as well.
Please accept our apologies for the inconvenience it has caused you about your order.
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